Customer Experience Executive

Probe Group; Makati; On-site; PHP 335,000 - 614,000; Full time

Job summary

Probe Group is seeking a sales-focused specialist to manage inbound and outbound calls, live chat, and online sales for Mercedes-Benz products. You will provide product consultations, close vehicle sales, and handle post-sale inquiries to drive customer satisfaction.

The role involves lead generation, follow-ups, and end-to-end sales funnel management, with collaboration across the agent network and MBFS campaigns.

Responsibilities

• Answer inbound calls on the Mercedes-Benz toll-free line and assist prospects with product consultations and sales questions.
• Provide product/sales consultation and help customers through vehicle sales and MBFS services.
• Sell vehicles and handle customer sales complaints to maintain satisfaction.
• Make outbound calls to prospects for campaigns, lead generation, and post-purchase surveys.
• Nurture customer relationships with follow-ups and end-to-end lead management.
• Manage live chat operations to support the sales strategy and respond to inquiries.
• Convert leads to online or DTOS sales via DCP/EMH and perform need analysis for closing.
• Follow up with customers who are interested in Mercedes-Benz and track outcomes.
• Address queries received by customers or prospects across channels and perform ad hoc tasks.
• Support non-customer-facing BDC processes, including reporting and Salesforce data updates.
• Monitor social channels and respond timely; ensure activity coverage for at least ten hours daily.

Job description

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Main Activities and Responsibilities:

Inbound Calls:

• Answering all inbound calls landing on the Mercedes-Benz toll free number and addressing allqueries from prospects and customers (e.g. offer product consultation, online store stocksearch support, contract generation, close sale) related to vehicle sales and MBFS products &services.
• Responsible to provide customers with product/sales consultation
• Sell vehicles
• Handle customer’s sales complaints

Outbound Calls:

• Calls to be made by BDC staff to prospects and customers for a variety of reasons likesupporting launch campaigns, lead generation, purchase experience survey, online sales etc.
• Fostering of customer relationships with outgoing campaign/follow-up/satisfaction calls andlead generation.
• End-to-end sales funnel tracking
• Timely follow up with Agent Network, customers, and prospects within stipulated time periods to ensure that appropriate action has been taken on the lead which has been generated. Thisdirectly influences sales and customer experience.

Live Chat

• The BDC is responsible for the operations of the live chat and for communicating to customersvia this medium. The live chat function is a critical function of our sales strategy.

Online Sales via DCP/EMH

• The BDC is responsible for converting leads to new car and demonstrator sales using MBAUP’sonline store DCP/EMH.
• Leads are generated through various sources either organically or through lead generationcampaigns rolled out by MBAuP which are funneled to the BDC team responsible for onlinesales. This team in turn calls these leads, conducts a need analysis and attempts to convert thelead to an online or DTOS sale.
• Conduct a proper follow-up with each customer who is interested in purchasing aMercedes-Benz. This activity will directly impact the profitability of the organization and play acrucial role in customer experience.

Query Management

• It will be the responsibility of the BDC to address all queries received by any customer orprospect via any communication medium to MBAuP.
• Ad hoc activities
• Based on organizational needs the BDC will need to conduct ad hoc activities or functions.These could be mystery-shopping activities, updating the customer database etc.

Internal Support

• Providing assistance to non-customer facing BDC processes and operations in terms ofreporting, Salesforce record merging, backend support, training and quality assurance

Social Media Community Management Services:

• Frequently monitoring channels and addressing in a timely manner. Monitoring must beensured for at least ten hours a day, seven days a week.
• Familiar with the comment management and escalation process and practice on a regular basis.